ALFINA, RIZKA (2020) ANALISIS USER EXPERIENCE, CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY PADA MARKETPLACE POPULER DI INDONESIA. Other thesis, UPN Veteran Jawa Timur.
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Abstract
This research uses Tokopedia, Shopee, Bukalapak, and Lazada research objects. This study aims to determine: the effect of the strategy plane, scope plane, structure plane, skleton plane, and surface plane on user satisfaction in a popular marketplace in Indonesia, the effect of strategy plane, scope plane, structure plane, skleton plane, and surface plane on customer loyalty in a popular marketplace in Indonesia, and the influence of user satisfaction on customer loyalty in a popular marketplace in Indonesia. Data were analyzed using the PLS model with smartPLS 3.0 software. The results of this study indicate that each object has positive and negative results. The results of Tokopedia's four hypotheses have a positive and significant effect, three hypotheses show a positive effect but no significant effect, and the other four have a negative and insignificant influence. The results of Shopee's three hypotheses have a positive and significant effect, two hypotheses have an influence but are not significant, and four hypotheses have a negative and insignificant influence. The results from Bukalapak are three hypotheses that have a positive and significant effect, two hypotheses have a positive but not significant effect, and seven hypotheses have a negative and not significant effect. The results of Lazada are five hypotheses that have a positive and significant effect, two hypotheses have a positive but not significant effect, and four hypotheses have a negative and not significant effect. Keywords: Strategy Plane, Scope Plane, Structure Plane, Skleton Plane, Surface Plane, Customer Satisfaction, Customer Loyalty
| Item Type: | Thesis (Other) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5415.5 Customer services | ||||||||
| Depositing User: | Users 6 not found. | ||||||||
| Date Deposited: | 05 Jan 2021 07:17 | ||||||||
| Last Modified: | 05 Jan 2021 07:17 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/1298 |
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